1. (210) 218-8917
aervinm@yahoo.com
3319 Tree Grove
San Antonio, TX 78247
Anna Maria Ervin
________________________________________________________________________
Summary
• Fourteen years in the financial industry with eight years of mortgage experience
• Seven years of management/supervisory/leadership roles; USAA Manager School
certified
• Five years of formal classroom facilitation and developing of adult learners; USAA
Certified Trainer
• Excellent organizational skills, advanced writing skills, verbal communication
skills, strong interpersonal skills, problem solving skills, decision making skills,
attention to details and ability to work under pressure
• Development of high performing teams; Development and management of call centers
Experience:
USAA Federal Savings Bank December 2006 - Present
Vendor Management - Relationship Manager/Business Adviser
• Management of business performance provided by third party vendors ensuring
contractual agreements are adhered to, while strengthening relationships between
business stakeholders and external vendors
• Partner with Product Management to identify key strategic opportunities to
enhance mortgage processes and strengthen the financial security of the business
• Presentations to senior leadership to present on operational and performance issues
while proposing strategic solutions and follow through on the execution of agreed
upon process improvements
• Manage the integration, implementation and operation of system enhancements
between business stakeholders and third party vendors
• Partner with procurement on negotiations and finalizing of contracts, statements of
work, and requests for proposal
• Audit financials validating accuracy prior to approving for payments of up to $100
M
• Preparation of monthly deliverables, reporting on service levels provided by third
party vendors and ensuring regulatory compliance guidelines are adhered to
• Site visits to third party vendor headquarters and offices to audit processes and
performance, and enhance relationships; Facilitate weekly/bi-weekly/monthly
conference calls between senior leadership of business stakeholders and senior
leadership of external vendors
Call Center Management, Title Vendor Management, Data Provider Management,
Insurance and Tax Vendor Management, Home Valuation Management, Mortgage
Management

2. Vendor Relations - Bank Fulfillment Manger
• Managed day to day operations between third party vendors and USAA Mortgage
Fulfillment department, while developing Vendor Relations employees by setting
expectations and encouraging each employee to share his/her potential skills to
maximize talent for the success of the business
• Responsible for creating and implementing process improvements within the
department, third party vendors, and bank fulfillment which resulted in effective
and streamlined processes and procedures, thus saving time and resources
• Created a database platform in LEADS360 for proficiency and accurate reporting
Loan Set-Up Team - Bank Fulfillment Manager (Inbound Call Center)
• Business process improvement - started up a new call center within the mortgage
department–hired, trained, managed 42 employees
• Supported, managed and developed teams by providing coaching and guidance
• Participated in strategic planning and implementation of process improvements
to enhance and streamline processes and procedures
• Preparation of training materials and facilitation of training classes
• Leadership role for mortgage teams – transformational leadership with a
supporting/coaching leadership style
First Mortgage – Bank Fulfillment Manager
• Managed the day to day operations of a mortgage team which consisted of
mortgage processors, mortgage closers and mortgage underwriters
• Responsible for the development and growth of my employees and attaining
established mortgage goals
First Mortgage – Mortgage Processor SR/I/II/III
• Processed conventional mortgage loans (purchases and refinances)
• Underwriting of mortgage loans – with Mortgage lending authority
• Facilitated Mortgage Processing pipeline training classes
JP Morgan Chase Bank September 2000 – August 2006
Bank Officer – Personal Banker
• Contributed directly to the success of the firm by maximizing the depth and
profitability of relationships by acquiring, retaining, and expanding relationships
• Worked with customers analyzing their financial goals and assisted them with
attaining their financial goals
Senior Sales Analyst
• Facilitated and negotiated the bidding process of charged off credit card debt
portfolios between debt buyers
• Strategically created sales portfolios of charged off credit card debt for sale to
debt buyers and/or agency placement for collection
• Audited certified debt buyers accounts to ensure compliance regulations were
continuously being met

3. • Facilitated meetings with certified debt buyers to establish and continue the
business relationships
Education:
Masters of Science in Organizational/Developmental Leadership Studies
Our Lady of the Lake University – San Antonio Texas
Bachelors’ of Science in Criminal Justice – Saint Leo University